Customer Care Agent

Company description:

Digicel Group Limited

About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of apps spanning sports, news, local radio and podcasts, and self-care, Digicel is the only operator in its markets that can deliver that.

Serving consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 5,000 employees worldwide work together to make that a powerful reality day in, day out.

Visit www.digicelgroup.com for more.

Job description:

Job Title: Customer Care Agent

Primary objective of the job: 

The successful individual will be responsible for providing outstanding support to business clients, resolving their inquiries, and ensuring their overall satisfaction. The Customer Care Agent will handle a wide range of inquiries and issues, including technical assistance, order management, account inquiries, and general product or service-related questions.

Main Duties and Responsibilities:

• Respond to inbound calls, emails, and ticket messages from business clients, demonstrating a deep understanding of our products and services. They must address their concerns, resolve issues, and provide accurate information in a timely manner
• Troubleshoot and diagnose problems reported by clients, utilizing available resources, product knowledge, and internal systems. Provide step-by-step guidance to clients to resolve technical issues, escalating to appropriate departments when necessary
• Assist clients with account-related inquiries, including billing, subscriptions, and access management. Update client information and maintain accurate records of interactions, inquiries, and resolutions using our CRM system
• Handle order management tasks, including order placement, modifications, and tracking. Collaborate with internal teams such as Sales and Operations to ensure smooth order fulfillment and timely delivery.
• Maintain a comprehensive understanding of our products and services, staying up-to-date with new releases, features, and industry trends. Effectively communicate product information to clients, addressing their questions and providing recommendations when necessary
• Working safely is a continuing condition of employment. Digicel (Trinidad and Tobago) Ltd. is committed to establishing and maintaining a safe and healthy working environment and considers safety to be an integral aspect of every job function. As a condition of your employment, you will be required to observe and fully comply with all HSE rules / policies / procedures and applicable legislative provisions as well as wear the appropriate Personal Protective Equipment (PPE) where and when applicable.
• Performs related work: the duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.

Academic Qualifications and Experience Required:

• Five (5) CXC’s or GCE’s
• Minimum of two (2) years’ work experience in a Customer Service environment
• Contact experience will be an asset
• Proficiency in Computer use and Microsoft Applications

Functional Skills:

• Excellent knowledge of  Digicel’s products and services
• Experience in Contact Centre Applications (e.g. MINSAT, E-Care, ZENDESK, TCRM)
• Empathy and patience when dealing with clients, maintaining a calm and professional demeanor under pressure
• Ability to multitask, prioritize tasks, and manage time effectively to meet client needs and service level agreements
• Detail-oriented and highly organized, with a strong commitment to accuracy
• Excellent written & verbal communication skills
• Time management skills